Your team needs to do a better job of communicating. When time estimates are provided they should either 1) be honored, or 2) the customer should be called and informed of delays. I had two service appointments in two days. On both days the service team failed to call me about delays in work. Over both days the total delay in expected service completion was about 6-7 hours. I never received any notification or calls that this would be the case. I had to call to inquire after all three delays even after waiting for at least 1-2 hours before checking in (so as not to pester and be patient). The longest delay without an update was four hours.
I would rather be told “I don’t know when the vehicle service will be completed, we will call you in a few hours.”
The work performed was great and otherwise the customer service provided by the team was great. Generally very friendly.
11/17/2020
Ronald D. VERIFIED CUSTOMER
Great Service
11/16/2020
Tara D. VERIFIED CUSTOMER
He did everything possible to get me the oil change I needed even though my loyalty program had expired. Great Custer service
11/15/2020
Garrett H. VERIFIED CUSTOMER
Needed a coolant flush and to get warranty work done. Was told I would be there for 3-4 hours if I got coolant and warranty work done. So I just got the coolant flush and I wound up still being there for 3 hours for a 30-45min job. It’s not the service advisors job working on vehicles but being able to communicate between technicians and customers is.
11/15/2020
Glenn G. VERIFIED CUSTOMER
Austin did a wonderful job taking of our car and keeping us informed along the way. We appreciate the great service and the personal commitment to your customers!
11/15/2020
Mark D. VERIFIED CUSTOMER
Pleasant and efficient. Thank you.
11/14/2020
Timothy C. VERIFIED CUSTOMER
Excellent work and service
11/14/2020
Stacy H. VERIFIED CUSTOMER
Very professional was in and out in about an hour
11/14/2020
Ron R. VERIFIED CUSTOMER
I'm always satisfied with the service I get from your company.
Ron R
11/14/2020
Maureen C. VERIFIED CUSTOMER
No one notified us when my 2019 Dodge Caravan was ready to be picked up. Your staff insisted that my vehicle was a 2020 Gladiator. I did not receive my senior citizen discount or the personalized discount for service that had been emailed to me. I am not pleased with the service at all.
11/14/2020
Kelly S. VERIFIED CUSTOMER
First, Alexander Defillippi did a wonderful job on my truck - the actual service is great. Booking appointments, communicating with your department is not great. Phone/text messages go unanswered. It's almost impossible to book an appointment online. Again, the actual servicing of my truck was professional and great.
11/14/2020
Dennis L. VERIFIED CUSTOMER
Everything went great.
11/14/2020
Jacob R. VERIFIED CUSTOMER
The communication wasn’t good. And hasn’t been good since I bought my car from you. It took over 3 hours to fix my windshield yesterday (11/13/20). I had to call the Auto Glass Plus to figure out if my car was done. When I call the dealership service department 3 times, no one answered the phone.
11/14/2020
Michael D. VERIFIED CUSTOMER
Jake is doing a super job - I returned home to find that my steering wheel heater just stopped working after the service. He’s arranged for me to return next Tuesday.
11/14/2020
Lori B. VERIFIED CUSTOMER
Appreciate your quick service.
11/14/2020
Janet H. VERIFIED CUSTOMER
Jacob, was very professional, honest and explained things well.
As a older woman that means a lot to me. I felt that he cared.
Thank you Jacob.
11/13/2020
Glenn L. VERIFIED CUSTOMER
Awesome
11/13/2020
Donald M. VERIFIED CUSTOMER
Good job!
11/13/2020
Brent S. VERIFIED CUSTOMER
Jake did a wonderful job creating rapport and a connection with me to help me feel like my best interests are his concern. He did a great job breaking bad news prior to picking up the truck, more on that later. When I picked up the truck he was polite and courteous. He apologized once again at the new policy being enforced at your dealership. This policy of denying prepaid maintenance based on time frames is not ok. He informed me that it was a decision of the third party but to make a decision like this in a time where a lot of people are not putting miles or driving their cars much is disgusting. I’m upset that is the direction they decided to go, unfortunately, it reflects poorly on West Hills and not the third party. I have 1 maintenance service left in this contract and I would like to not lose this service.